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Title:  Team Leader

Requisition ID:  38486
City:  Chennai
Country/Region:  IN

LC advising:

  • Advising of incoming LC message such as MT700, Mt710, MT720, Mail LC to the beneficiary.
  • Advising of Amendment received in MT707.
  • Handing and responding through swift messages for the queries received through swift such as MT799 and MT999.

 

Export Collection:

        * Scrutinizing the documents submitted by the Drawer and forwarding the documents to collecting bank.

        *  Processing of payments received in nostro MT940 and crediting the funds to customer account.

        * Sending chasers/Tracers to collect bank through swift for payments.

        *  Processing of acceptance message MT412, received from collecting bank.

        *Handling and responding through swift message for the queries received through swift such as MT499 AND MT999.

        * Processing of Amendment request received from Drawer for the Collection documents already processed.

 

 

Import Collections:

  • Processing of collection documents received from Remitting bank and sending Dan to the drawee.
  • Processing of MT202 Payments by the request of drawee.
  • Sending MT412 Accepting message to Drawer.
  • Sending Tracers to Drawee for the payment or Acceptance.
  • Processing of Avalization request.
  • Processing of clean collection.
  • Processing of Direct collection received from Drawer directly.
  • Processing of Amendment request received from Drawer for the Collection documents already processed.

     

 

 

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Do

  • Support process by managing transactions as per required quality standards

    • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    • Update own availability in the RAVE system to ensure productivity of the process
    • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all client queries
    • Resolve client queries as per the SLA’s defined in the contract 
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
    • Document and analyze call logs to spot most occurring trends to prevent future problems
    • Maintain and update self-help documents for customers to speed up resolution time
    • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    • Ensure all product information and disclosures are given to clients before and after the call/email requests
    • Avoids legal challenges by complying with service agreements

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  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

LC advising:

  • Advising of incoming LC message such as MT700, Mt710, MT720, Mail LC to the beneficiary.
  • Advising of Amendment received in MT707.
  • Handing and responding through swift messages for the queries received through swift such as MT799 and MT999.

 

Export Collection:

        * Scrutinizing the documents submitted by the Drawer and forwarding the documents to collecting bank.

        *  Processing of payments received in nostro MT940 and crediting the funds to customer account.

        * Sending chasers/Tracers to collect bank through swift for payments.

        *  Processing of acceptance message MT412, received from collecting bank.

        *Handling and responding through swift message for the queries received through swift such as MT499 AND MT999.

        * Processing of Amendment request received from Drawer for the Collection documents already processed.

 

 

Import Collections:

  • Processing of collection documents received from Remitting bank and sending Dan to the drawee.
  • Processing of MT202 Payments by the request of drawee.
  • Sending MT412 Accepting message to Drawer.
  • Sending Tracers to Drawee for the payment or Acceptance.
  • Processing of Avalization request.
  • Processing of clean collection.
  • Processing of Direct collection received from Drawer directly.
  • Processing of Amendment request received from Drawer for the Collection documents already processed.

     

 

 

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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